Knowledgebase

TRANSCRIPT

Sometimes we're all in a hurry, so occasionally you'll have members or non-member guests who accidentally buy the wrong kind of ticket. Here's how to address that when it happens.

We have a Cancel and Replace feature that you can use to switch out a ticket that was purchased by mistake.

Let's say that we have a member who was properly logged in, but just happened to buy the wrong type of ticket when he registered.

• We'll start in Orders and Transactions > Orders & Invoices.
• We'll find the order we're interested in and click on it. In the Order Details section we have a Cancel and Replace button. This will cancel the original registration and take you into the first steps of entering a new one. That new one will be based on what was in the original order. So if someone happened to buy a LOT of tickets and they just need to replace one, we can do that easily here.
• After clicking on the Cancel and Replace button, we'll add the proper ticket to the order. After that, we'll remove the old, incorrect one.
• We'll click on the Next button to proceed.

If this registration were originally paid by credit card, we would NOT enter that again here. It would run the card, which isn't what we want in this case. Instead, we would either mark this as complimentary (with a comment naming the order that it's replacing) or mark it as unpaid and then log a credit adjustment in Orders & Invoices. I'll show you what I mean, and mark it as unpaid here.

• Then we'll go back into Orders & Invoices, click on the order, and click to add an adjustment.
• After choosing the Credit adjustment, you'll see Paid by: Credit Card on the right. Click on this to enter an adjustment that is tallied in your meeting reports like a credit card transaction.
• Follow the prompts to finalize the adjustment and zero out the balance if that's appropriate. It might be that the original ticket was more expensive and you need to issue a full or partial refund, like we do here.

You may have noticed that we weren't prompted to enter in the purchaser information over again, and that's deliberate: the Cancel and Replace button assumes that the purchaser is correct, but the purchased items were wrong.

If you have someone who should have purchased a member ticket but wasn't logged in as a member, you'll just use the Cancel button in the meeting registration screen, then enter a new registration at the top. 

You'll find further information on substitutions and refunds in our Knowledgebase, so please check out these other resources.